Difference between a case and incident?

[Mohammed8]

Hi Developers,

Can someone help me understand what is difference between case and incident ? or explain in brief about difference between CSM and ITSM like when to chose these options

Thanks and Regards,

Zakir

[Appli]

Hi, Incidents are supposed to be raised by internal end users, Cases - by external customers.

This is needed (one of reasons) to avoid the risk for your Customers to access proprietary information.

Hope it helps

[John Zhang1 · Accepted solution]

The following post has your answer:

Main differences between ITSM and Customer Service modules

Please mark reply as Helpful/Correct, if applicable. Thanks!

[priyanka garad]

Hi Mohammed,

ITSM:-

1. ITSM include different module like incident, problem, change.

2. ITSM module basically used for internal organization eg any employee of company(xyz) facing issue related to outlook that time he/she will create ticket using incident module.

CSM:- Customer service management

1. CSM Support External Customer 

2.eg company A required some product from company B that time CSM Support .

Please mark reply as Helpful/Correct, if applicable. Thanks!!!